Archive for the ‘Online PR’ Category

The Online Marketing Strategy Funnel

Wednesday, August 4th, 2010
funnel

Use the funnel to determine the marketing tools & content needed for each part of the customer journey

Creating an online marketing strategy is as much to do with balance, as it is to do with tactics.

I created this funnel to help me check if I am addressing the entire customer journey when constructing an online marketing strategy.  Whether you are after customers, votes or donations, the process is the same.

Driving traffic to a website isn’t the same as converting a prospect to a customer. Many marketers feel that if they had more traffic they would get more customers.  My experience tells me that if you focus harder on converting prospects already on your site the outcome is much more profitable.

For many businesses, the sales process doesn’t take place online so the purpose of the web presence is to drive sales opportunities to the phone.

Some businesses, like hotels for example need a blend.  A hotel may wish to promote and sell hotel rooms online without ever speaking to a customer, whereas for conferences and weddings the hotel would like to get customers to visit their premises as this is a consultative sales process.

Understanding the customer decision making process determines how you create a successful customer journey and eventually determine the tools needed and the emphasis you put on each channel.

There is evidence left at every stage of this funnel to allow for forensic analysis of the sales process.  Perhaps it’s time to get CSI on your web strategy.

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Search Engine Optimisation to become Online Reputation Optimisation

Wednesday, June 9th, 2010

Let’s start with the good news.  For those of you running excellent businesses, the relationship between how you run your business and the impact of your marketing has never been closer.

Significant shifts in society, accelerated by the internet, have meant that customers are getting better and better at not listening to polished marketing promises, so how can customers not listening to you be good news for marketers?

It’s because according to Nielsen (Global Online Consumer Survey, 2009) research, 35% more people trust the recommendations of friends than trust radio adverts.  Even 15% more people trust the opinions of strangers!  Therefore the thousands of customers-turned-salespeople which good businesses generate mathematically outweigh even the most impressive marketing budgets of companies with massive wallets and no advocates.

We have stopped trusting big business and started trusting “people like me”.  The comment, recommendation, endorsement, or anti-endorsement of a friend, or even a complete stranger, means more to us now than the words and promises of big business.  And nowhere is this more true than online, where the view of “people like me” is more easily found than ever before.

Verizon protest

The quintessential bad day? Let down by your telecoms company and jeans just too short for your boxers.

Consider the plight of Verizon and their beleaguered marketing department seeking to communicate to America how the organisation is being true to its mission and why that matters to its customers.

“As a leader in communications, Verizon’s mission is to enable people and businesses to communicate with each other. We are also committed to providing full and open communication with our customers, employees and investors.”

Lofty stuff.

However their customers know that their bills are impossible to decipher, compulsory data plans are punishing, dropped calls are maddening, and customer care is not advisable for pregnant women and those of a delicate medical disposition.  And there’s not a damn thing the Verizon marketing team can do about it.  The only way Verizon can improve its marketing is for Verizon to improve its business.

It’s no longer just a cliché that your business is your marketing.

The Google search “Verizon Sucks” has over 17,000 results, “I Hate Verizon” has more than 7,500.  They are the fifth most hated brand online according to Less Everything.  That’s at least 22,500 “people like me” who are influencing what I think of Verizon.  It’s going to take a lot of marketing consultants, a lake of cappuccino, and an unthinkable amount of smiley facey stock photography for me to ignore what they’re saying to swallow the corporate line.

adsf

Struggling to work out how to hold both the tick and the briefcase.

None of this has gone unnoticed by the clever people at Google.  Their unquenchable obsession for relevancy has meant that in recent years, on top of their regular search results they have more closely integrated local search, social search, video search and image search.

Performing well on Google over its first ten years required an ability to identify key phrases, and simulate popularity via inbound link building.  As Google’s big brother department gets its paws on more and more data related to what our customers actually think of us, our online reputation will have an increasing impact on our search engine performance.  Simply put, what our customers say about us on UGC platforms will be more important than the number of inbound links to your website.

It’s official, the days of running a second rate business and papering over the cracks with first rate marketing are over forever.

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Is this Northern Ireland’s biggest social media epidemic?

Thursday, May 13th, 2010

What a difference a day makes? In just a few short hours the Derry/Londonderry City of Culture Bid 2013 has exploded across social media.

The good people of this country have embraced the cause and I do believe we are witnessing the first truly organic, citizen-driven, social media campaign in Northern Ireland.

The message that the Maiden City should be recognised for this prestigious honour has been championed by the people of Derry and beyond. They have taken their passion online and it appears to have gone viral.

Facebook users showed their support by changing their profile pictures to the Derry 2013 logo.

Facebook

Then came the Tweeters. Twitter avatars adopted the same logo and last night a Derry blogger created a Derry City of Culture Twibbon, an icon overlaying the profile avatar.

Twibbon

With more fans than the other finalists, Facebook is alive with chatter about the cause and on Twitter the #derry2013 hashtag is being added to tweets. Others are registering their support on the Derry/Londonderry City of Culture website as well.

The Derry/Londonderry City of Culture 2013 bid is now in the hands of the people.

We wish Derry/Londonderry the best of luck in their endeavour to win the UK City of Culture 2013 bid. We hope our fellow citizens continue to show their support for the bid.

Is this civic explosion of passion the element needed to push Derry ahead of its competitors and win the bid?

Get involved…..

Change your Facebook or Twitter profile pic.

Add a Twibbon to your Twitter avatar.

Add this badge to your website.

Register your support on the Derry/Londonderry City of Culture website.

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Marketing Need Not Be Expensive

Wednesday, January 6th, 2010

Marketing is the art of creating and telling unique stories that create conversations.  Advertising is about paying for attention.   On occasion good advertising can tell interesting stories thus making good advertising good marketing.

TalkTalk are a UK provider of telephone and broadband services.  It’s difficult for them to create unique stories because they are a highly commoditised business.  There aren’t a lot of unique stories to present to the market to create buzz so instead they spend millions on advertising sponsoring TV hit shows like the X-Factor.

Recently however, TalkTalk issued a press release that said they would pay selected house owners £250 to change the name of their house to Talk Talk. You can choose:

·      TalkTalk Towers
·      TalkTalk Mansions
·      TalkTalk@ (eg TalkTalk@37 Acacia Avenue)
·      The TalkTalk House
·      The TalkTalk Home

This is hardly the same as sponsoring the Emirates Stadium for £100m but what it does do is create lots of local small-scale conversations.  The cost to TalkTalk is incidental in comparison to the buzz they create.  I think this is true creative marketing and alongside their advertising, gives them the right to claim to be innovators in marketing.

Take Ryanair’s marketing as the alternative to this type of creative thinking. In a recent report by the Office of Fair Trading they were criticised by John Fingleton, the Chairman of the OFT, for exploiting a loophole in the law that allowed them to advertise rates without including the credit card fees.

In response to the allegations, Ryanair took the opportunity to repeat their same mantra about being a low cost airline.  This is a typical Ryanair PR response to negative publicity but it does create a buzz and water cooler conversations about their brand, albeit controversial.  This is an exact quote from Ryanair’s Head of Communications, Stephne McNamara “Ryanair is not for the overpaid John Fingletons of this world but for the everyday Joe Bloggs who opt for Ryanair’s guaranteed lowest fares because we give them the opportunity to fly across 26 European countries for free, £5 and £10.”

Why the BBC published this ‘ad’ verbatim is unknown. The response doesn’t address the allegations set before them and has no context to the article. Nonetheless it is the same subtext told often using different stories.

In the online world it is easier than ever to create positive buzz.  We have established networks and easy conduits to getting our message out via social networks and email marketing.  The hard part is always coming up with the creative idea, response or creating the correct marketing mix. As these examples show however, it need not be expensive.

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Is Online Reputation Management the new Search Engine Optimisation?

Wednesday, December 9th, 2009

There is a strong argument that being #1 in the natural search engine results in Google for some industries is no longer what it used to be.  I’m not arguing that search is irrelevant or that a site should not be built optimised for search engines, my argument is that the customer and how they purchase has little to do with being top of Google. Rather, it is how you are represented in terms of your online reputation.  My argument is that online reputation management is fast becoming more important than search engine optimisation in service based industries.  Better still, get your ORM right and the SEO takes care of itself.

Take a hotel for example.  Many hotels work hard to be in the top page of a search result for most of the big search terms like “Hotel in [insert destination]”. The site is built optimised for search.  The text is written with key words appearing frequently within the body of the text. Inbound links are generated artificially to make it appear that the site is relevant under key search terms and the hotel gradually floats north toward the top of the search charts.  So how does Google reward these efforts?

Take the example search term “Hotel in London”:

  • The first 3 links are paid for sponsored links and not influenced by SEO
  • The 4th link is a local business directory link
  • Links 5 to 11 are Google Local links based upon both geography, reviews and other non-SEO related activities
  • Link 12 is a hotel resellers site
  • Link 13 is the Ritz Hotel.  At last a hotel that has focused on SEO! In SEO terms the Ritz is #2 in the natural SEO results.  In real terms it’s not in the race.

SEO Natural Position #1 is Now 13 Links From Top

SEO Natural Position #1 is Now 13 Links From Top

I don’t have the conversation figures of lookers-to-bookers for the Ritz in London or how many people eventually convert from Google generic searches like mine.  What I do have however, are the analytics results of many other hotels in different regions and the results show similarities across the regions and search terms.

Even though most of the hotels, restaurants, shopping centers or any service based destination clients we look after have good natural SEO results for generic terms, around 80% of the searches for their site include their brand name and not simple generic terms like “Hotel in London”.   My guess is that the Ritz is no different and that the vast majority of bookers who find the hotel search for it by name.  It has an enhanced reputation.  This means the visitor is looking specifically for that destination.  They have researched elsewhere and their decision on where to stay is already at a closing stage when googling the hotel name.

If you extrapolate this out further and take the amount of visitors to the site that search by brand name, have clicked on inbound referral links or visitors that have simply typed in the URL of the destination, it vastly outweighs the generic search term in the order of 95% to 5% of visitor traffic.  Unless you have a really generic name like “Smiths of London” appearing #1 for your own brand takes little to no SEO effort.

The question then switches to being “Why do we spend so much time, money and effort on being #1 on Google when less than 5% of the visitors arrive at the site for generic terms?”   Where is the customer taking their influence?  Why am I only getting attention as part of their already filtered field of view? The answer is that the customer is taking the opinion of others that have used these services.  They are reading the reviews of what other people say about the business and believing that before the businesses own marketing message.

If you are in the services industry this is happening to you.  Regardless if you supply stag weekend clay pigeon shooting in Brighton or zorbing in Ballymena, your online reputation management and what is said about you on review sites, forums and blogs is having an enormous influence on your bookings.  ORM takes effort and means focusing on leveraging customer’s good experiences and getting them to publish their positive experiences.  It requires a deep understanding on where your customers or potential customers are taking their influence from and understanding how you can influence that process.  A bi-product of good ORM is that your natural SEO will look after itself.

SEO is still a valid channel and shouldn’t be ignored, however its relevancy in converting lookers-to-bookers is weakening as Google restructures its results pages and customers become more informed and only Google your site as part of the decision making process. The pending introduction of Google Real Time search is set to further enhance the argument that SEO isn’t what it once was.

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10 Tips and Reasons Why Online PR is Vital to Your Web Strategy

Tuesday, August 4th, 2009

When we talk about PR we rarely contemplate the complexity of the profession.  Often PR is about taking a position on an issue, creating claim in a crisis or creating the personality for a brand.  Most importantly PR is about spreading your story.

PR companies often complain that their role is misunderstood as clients think it is about getting column inches but yet at the end of the quarter they present their clients with press clippings as the measurement of their success fueling the misconception.  In a period of tumbling readership of print publications isn’t it time that we looked at online PR and understood why it often trumps the importance of the traditional column inch?

The 10 Tips and Reasons:

1.    Wider audience: Many traditional print publications have a reach limited by geographic boundaries.   Their online readership is frequently much greater than their printed circulation therefore an online press release can reach a wider global audience than the printed version. Settling for the fact that your printed story will appear on a website is not sufficient.  It rarely translates well to online where readers consume information and behave differently.  Your online PR needs to be written for an online audience.

2.    Easier to gain prominence: The digital editor of a publication is looking for more than a story and photo.  They want multiple photos or video or even competitions or dialogue that encourages interactivity.  The digital editor has different needs and is hungry for interactive content.  Feed that hunger and be rewarded with more prominent coverage.

3.    The story continues: Combine your online PR with online advertising and insist on links back to specifically designed pages on your website where the conversation continues and the attention generated by the article rewards both the reader and you.

fish-and-chips

Yesterdays offline PR

4.    Archived Content: Today’s column inches are tomorrows chip wrappers (did chip shops really wrap their produce in newspapers?). The point is that your online PR with the peer reviewed publication or popular notice boards or blog will be archived and reproduced as a result within search engines.  Future searches will reveal your past online PR efforts, especially those that had some level of engagement.

5.    Create Google Juice! That’s the term used to describe the power of an googlejuiceinbound link from a peer-reviewed publication. Google (and others) looks at the quality of the publication; a peer-reviewed publication often holds lots of juice, and gives your site Google juice by linking to it helping your search engine performance for that topic.  Get enough links from well-respected publications and you will top Google ahead of competitors with random low scoring inbound links.

6.    Totally traceable ROI: Links clicks, videos watched, contacts made…real tangible outcomes are measured from online PR.  The guesswork on your Return On Investment calculations is made simple.

7.    Niche Marketing: Weddings Online gets 4.5 million page impressions per month, that’s as much as most national newspapers and has over 1000 brides signing up in the same period.  Each bride spends around 4 hours per week on the site.  If you want to reach the wedding market in Ireland, this is the way.

Sugahfix 28,000 21 to 45 year olds interested in fashion in Ireland actively receiving fashion tips per week, while nitechblog.com has 500 top CTO’s in Ireland as frequent readers.

These online publications have massive reach within their niche, something generalist print magazines don’t have. Add in the interactivity they produce with forums and blogs and these publications are the new powerhouse for reaching and talking to your perspective clients.

Get your online PR strategy right and find a low cost, high impact route to your audience.  Combine it with online advertising spend and BINGO!

8.    Old talents – new platform: Don’t be distracted by the technology focused PR agent that doesn’t have the talent to tell your story well.  Poor stories travel equally as bad online as they do offline.  Select your PR agency based upon PR credentials not their technology know how.  Companies like Ion, DCP, Weber Shandwick and CMPR for example, have both virtues.

9.    Multimedia will increase chances of success: If your PR happens to contain video it stands a substantially higher chance of improving engagement, can quickly overcome trust issues and the investment in video can be reused in email marketing and many other online points of contact.  The digital editor is more likely to run with the content also as long as it enhances the story and doesn’t look like an ad!

10.    Combine and conquer: Any marketing strategy requires multiple channels of activity. If your marketing strategy includes above-the-line elements as well as below-the-line, the combined effect of the activities will be greater than the sum of their parts.

Your customer is increasingly taking their guidance from online research therefore it is imperative than your attention if focused on creating influence in this area.  Make online PR a central part of your overall marketing strategy, not a footnote.

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Could Online PR save the Newspaper?

Saturday, June 6th, 2009

newspaperThe traditional daily newspaper is in trouble.  Advertising revenues are in steep decline along with copy sales as the internet causes major disruption to print, one of the oldest forms of existing mass media.  If however we as marketers grasped the value of online peer review coverage, would we pay for the privilege of outbound links from newspaper websites in our published PR articles?

A regional newspaper may for example have an ABC audited readership of around 70,000.  On the other hand, the online version of the publication has around 1 million unique viewers each month.  Tradition would have it that if you make the print version, you are pretty sure to make the online version for stories of reasonable resonance with the reader.  This may not feel like you got double the bang for your buck, but consider a scenario whereby you got your embedded video along with an outbound link to a landing page dedicated to the article published in the online version of the newspaper.  This is a small example of Online PR and the implications are massive.

Firstly having peer review publications linking to your website will help your Search Engine Optimisation (SEO).  Next, your article will be stored and indexed by Google, Bing and Yahoo! meaning your PR article has perpetual use and relevance and can be found in the future.  Third your PR is seen by people overseas and outside the normal distribution demographic of the print publication giving your extend reach.  Finally you can track with total accuracy the number of inquiries created, videos watched and links clicked without the aid of third party services.  In other words, you can see if you get Return On Investment (ROI)  for your marketing spend.

With all this in mind, would you still prefer column inches to page impressions? Would you pay to have the privilege of having your video embedded in the article and would you pay to have an outbound link to your website from the newspaper website?  So if the economic model of online display ads is not working for newspapers, could charging for enhanced online PR fill the gap?

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Children of the communication revolution

Monday, March 9th, 2009

In the late 1990s, when many business owners were being connected to the Internet and email, the attitude was: “Wire it up to that machine in the corner” – ie a single computer typically within eye-line of the manager’s office. 

The main reason they did not give email and browser access to all computers in the office was not a financial one, but based on the suspicion that if they did, staff were likely to spend their working day emailing friends and browsing things they shouldn’t. 

Looking back, we now know that empowering employees by giving them a better armory of communication tools,  albeit non-traditional ones, not only failed to cause the predicted chaos, but actually enhanced working practices.

If that is true, then should we not now likewise be encouraging businesses to promote employees’ use of social media tools like Facebook, Linkedin, Bebo and Twitter? 

The importance of Facebook, the social networking site with over 150 million users worldwide, including two-thirds of the UK’s under 35s, should not be ignored.  However, unless you are actually a member, it’s difficult to understand the attraction.

Facebook is a fantastic social networking tool which allows members to keep in touch with their friends, customers and co-workers, as well as making new ones. You get to see their profile and they get to see yours. Members post photos, comments on their lives, questions for others and stories or videos they find interesting.

What makes Facebook, which recently marked its 5th birthday, revolutionary is that users can join specific interest groups – there are thousands of them, covering everything from night clubs, restaurants and charities, to green issues, political parties and sporting clubs.

Tapping into this area enables businesses to build up a digital voice of how they perceive themselves, their values and their interests, as well as sharing interesting information with ‘friends’ who will also find it interesting.

The internet groups which Facebook members join can also post events or comments directly to their ‘wall’or home page in order to keep them informed, enhancing their own digital persona when a friend reads their profile in turn.

Of course, there are hundreds of social networking sites like Facebook on the internet, many of them designed specifically for businesses.  What all of them have in common, however, is that if  you don’t join in, becoming proactive in contributing and connecting with new friends, your digital voice weakens. For social media to work for you, you need to work at it.

Take, for example, the Potthouse Bar in Belfast. The bar only needs to whisper online about a new event and all 500 of its Facebook ‘friends’  listen. Within minutes, conversations about the event start which in turn cause friends of the Potthouse’s friends to read all about it.  With practically no effort or cost, the bar is assured of a good turnout at the event (assuming it was received positively by the crowd!).

Social media is the new email, a communication tool that is superseding traditional marketing methods. It should be embraced and used to full advantage to achieve business objectives, rather than something we prevent our staff from using. Good staff will use social networks in a positive way to enhance your business – the not-so-good will find an excuse to be on them anyway …

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PR agencies are in a bubble

Tuesday, February 10th, 2009

PR agencies are benefiting out of this recession, but much of this success will be short lived.  In my recent blog entry the death of the newspaper is nigh, I argue that the newspaper is in terminal decline, a fact that most journalists and newspaper owners I talk to don’t deny.

At the moment, many newspapers are not replacing or recruiting journalists because of their ever declining copy sales and reduced ad revenues.  As a result, a short-lived opportunity has popped up for PR companies to help the newspaper editors fill their pages – copy is often skewed to promote a product or service and real investigative journalism is being replaced by less interesting corporate content.  This action will only accelerate the decline of the paper in the long term, but in the short term, it allows PR agencies to cash in at the same time as keeping their customers happy.

But what happens when the newspapers start to go under?  What happens when companies, charities and political parties come to the realisation that their customers are no longer taking opinion from newspapers but online?  How many PR agencies and marketing departments are prepared? I believe it is only a matter of time before the PR bubble bursts.  The only PR agencies that will grow are those which understand how to socialise online.
 

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The death of the newspaper is nigh

Tuesday, February 3rd, 2009

Face facts…the newspaper as a means of speeding the news or opinion is dead.  I declare that within the lifetime of most readers of this blog, we will see the end of the commercial daily newspaper as we know it.

I base this on fact and not hunch.  Ten years ago, the UK Sunday newspaper circulation was twice what it is today.  Out of the 60+ daily UK titles, only a few held audience figures last year and most experienced declines in readership of around 6%.  Give it another ten years and the readerships will have at least halved again.  The irony is…we are consuming more news now than ever before, but using the web to do it.

Worse news is that newspapers don’t make a huge pile of revenue from copy sales, they make it from advertising.  How many people now go to their newspaper when looking for a car, holiday, job or even a date?  All of this advertising revenue has moved online and the newspapers are doing a bad job of capturing the online spend.  They use the old traditional advertising models and simply try to shift them to the internet.  It’s time they restructured and got creative.

In previous newspaper dips, the pundits talked about cycles.  Do they really think that all of the advertising spend will come back?  With lower copy sales, falling advertising revenues and changing habits where readers demand up to the minute news on the mobile phone or across a myriad of devices, how will newsprint survive?  The answer is it won’t.  

“TV and radio both survived, one didn’t replace the other,” I hear you say.  But I ask you how many people still used the horse and cart once motor transport became popular?  The newspaper is the old horse we love and have an emotional attachment toward but I fear we must face its ever-imminent demise.

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